Customer Service Representative (Call Center)

Johns Hopkins HealthCare is seeking Customer Service Representatives (CSR) for their Call Center department. The CSR will be responsible for responding to inquiries from members, providers, and internal stakeholders, providing accurate information and resolving issues while ensuring a positive member experience.

Responsibilities:

• Answer inbound calls from Medicare Advantage members, representatives, and providers with empathy and professionalism
• Handle a variety of call types including benefit eligibility, enrollment, and claims status
• Conduct thorough research using available resources to resolve inquiries within CMS guidelines and internal policies
• Demonstrate strong listening skills and patience to understand and address member needs
• Work independently while collaborating with team members to ensure first-call resolution and a positive member experience
• Navigate multiple systems to resolve complex issues and advocate for members
• Exhibit a passion for delivering exceptional customer service that positively impacts STAR ratings
• Make outbound calls as needed for surveys and to resolve outstanding issues
• Communicate clearly and concisely, both verbally and in writing
• Adapt to changes and demonstrate flexibility in a dynamic environment

Requirements:

• High school diploma or equivalent
• Inbound call center experience required, preferably in health insurance
• Strong problem-solving and communication skills
• Proficient in Microsoft Office (Word, Excel, Outlook)
• Ability to handle confidential information professionally
• Applicants must hold their permanent residence in one of the following locations to be considered for this position: Maryland, Delaware, Pennsylvania, Virginia, Washington D.C., or Florida
• Medicare Advantage experience strongly preferred
• EPIC experience a plus; training available